Support Package Terms and Conditions

Support Packages

Accelera FLEX Support Package Descriptions – updated November 2011

ASI-FLEX: One year term of coverage for up to the number of hours indicated on your contract or quote of technical support. Prepaid hourly technical support hours can be utilized for problem resolution and system enhancement. Telephone support incidents will require a minimum of one hour. Onsite support will require a four hour minimum. This support package is valid for support during Basic Coverage Hours (9:00 a.m. – 6:00 p.m. ET, Monday – Friday excluding holidays). The support agreement start date is considered the date of purchase or the date of first use, whichever is earlier. The agreement is valid for a period of 12 months from the start date or until all hours are used, whichever comes first. *Please note travel outside the DC Metro area will be billed at IRS approved per diem rate guidelines.

ASI-FLEX-PLUS: One year term of coverage for up to the number of hours indicated on your contract or quote of technical support. Prepaid hourly technical support hours can be utilized for problem resolution, system enhancement, and exchanged for training. Telephone support incidents will require a minimum of one hour. Onsite support will require a four hour minimum. This support package is valid for support during Basic Coverage Hours (9:00 a.m. – 6:00 p.m. ET, Monday – Friday excluding holidays.) The support agreement start date is considered the date of purchase or the date of first use, whichever is earlier. The agreement is valid for a period of 12 months from the start date or until all hours are used, whichever comes first. *Please note travel outside the DC Metro area will be billed at IRS approved per diem rate guidelines.

ASI-FLEX EXTEND: One year term of coverage for up to the number of hours indicated on your contract or quote of technical support. Prepaid hourly technical support hours can be utilized for problem resolution, system enhancement, and exchanged for training. Telephone support incidents will require a minimum of one hour. Onsite support will require a four hour minimum. This support package offers telephone support during Basic and Extended Coverage Hours, and onsite support during Basic Coverage Hours only unless scheduled in advance with your account manager. Basic Coverage Hours are defined as 9:00 a.m. – 6:00 p.m. ET, Monday – Friday, excluding holidays. Extended Coverage Hours are defined as 24 hours per day, 7 days per week, 365 days per year. The support agreement start date is considered the date of purchase or the date of first use, whichever is earlier. The agreement is valid for a period of 12 months from the start date or until all hours are used, whichever comes first. *Please note travel outside the DC Metro area will be billed at IRS approved per diem rate guidelines.

Accelera FLEX SECURE Support Package Descriptions

ASI-FLEX SECURE: One year term of coverage for up to the number of hours indicated on your contract or quote of technical support. Accelera will leverage engineering resources that are US based and hold a minimum of a DoD Top Secret Clearance. Prepaid hourly technical support hours can be utilized for problem resolution and system enhancement. Telephone support incidents will require a minimum of one hour. Onsite support will require a four hour minimum. This support package is valid for support during Basic Coverage Hours (9:00 a.m. – 6:00 p.m. ET, Monday – Friday excluding holidays). The support agreement start date is considered the date of purchase or the date of first use, whichever is earlier. The agreement is valid for a period of 12 months from the start date or until all hours are used, whichever comes first. *Please note travel outside the DC Metro area will be billed at IRS approved per diem rate guidelines.

ASI-FLEX-PLUS SECURE: One year term of coverage for up to the number of hours indicated on your contract or quote of technical support. Accelera will leverage engineering resources that are US based and hold a minimum of a DoD Top Secret Clearance. Prepaid hourly technical support hours can be utilized for problem resolution, system enhancement, and exchanged for training. Telephone support incidents will require a minimum of one hour. Onsite support will require a four hour minimum. This support package is valid for support during Basic Coverage Hours (9:00 a.m. – 6:00 p.m. ET, Monday – Friday excluding holidays.) The support agreement start date is considered the date of purchase or the date of first use, whichever is earlier. The agreement is valid for a period of 12 months from the start date or until all hours are used, whichever comes first. *Please note travel outside the DC Metro area will be billed at IRS approved per diem rate guidelines.

ASI-FLEX EXTEND SECURE: One year term of coverage for up to the number of hours indicated on your contract or quote of technical support. Accelera will leverage engineering resources that are US based and hold a minimum of a DoD Top Secret Clearance. Prepaid hourly technical support hours can be utilized for problem resolution, system enhancement, and exchanged for training. Telephone support incidents will require a minimum of one hour. Onsite support will require a four hour minimum. This support package offers telephone support during Basic and Extended Coverage Hours, and onsite support during Basic Coverage Hours only unless scheduled in advance with your account manager. Basic Coverage Hours are defined as 9:00 a.m. – 6:00 p.m. ET, Monday – Friday, excluding holidays. Extended Coverage Hours are defined as 24 hours per day, 7 days per week, 365 days per year. The support agreement start date is considered the date of purchase or the date of first use, whichever is earlier. The agreement is valid for a period of 12 months from the start date or until all hours are used, whichever comes first. *Please note travel outside the DC Metro area will be billed at IRS approved per diem rate guidelines.

Please Note Our Corporate Holidays:

Normal business hours are defined as Monday – Friday from 9:00 a.m. – 6:00 p.m., excluding the following holidays:

New Year’s Day

Birthday of Martin Luther King, Jr.

Washington’s Birthday

Memorial Day

Independence Day

Labor Day

Columbus Day

Veterans Day

Thanksgiving Day

Christmas Day

Training Vouchers

Training vouchers are sold in one day increments and they are applicable for any class that Accelera provides at the Fairfax training facility. The vouchers are priced at $600/voucher and they are redeemable for one day of training. Students must purchase an equal number of vouchers for the number of days the class will be held.

Terms and Conditions

Training vouchers are valid for a period of 12 months from the date of purchase and they are nonrefundable. Training vouchers have no cash value and they can only be used in exchange for training classes at the Accelera training center located in Fairfax Va. Students that register for a class are bound by the “Buyer’s Right to Cancel” policy.

Buyer’s Right to Cancel

Notwithstanding anything to the contrary, if a student gives written notice of cancellation within five business days of registering for a class, then the voucher can be used for any class in which it is valid for in the future. If a student gives a written notice of cancellation n after five business days of registration for a class, but prior to 3 weeks before start off the class, then the voucher can be used for any class in which it is valid for in the future. If a student wishes to cancel or cannot attend class 3 weeks or less before start of the class, the student will not receive a refund but will be allowed to transfer registration to a previously unregistered student. If a student gives written notice of cancellation after the start of the period off instruction for which the student has been charged the s student will not receive a refund. Any notice of cancellation shall be acknowledged in writing within 10 business days of receipt of such notice and all refunds shall be forwarded to the student within 30 business days of receipt of such notice. Written notice of cancellation shall take place on the date the letter of cancellation is postmarked or, in the case where the notice is hand carried, it shall occur on the date the notice is delivered to Accelera Solutions. The date of execution of the enrollment agreement shall be presumed to the date of delivery of the notice of acceptance.

All terms and conditions are subject to change at Accelera’s sole discretion and without notification.